Senior Customer Experience Associate – Advanced Support & Escalation Specialist – Global Education Technology Leader at brighthush – Driving Excellence in Learner Success

About brighthush

brighthush is more than a brand; it’s a global promise to learners, educators, and institutions that we will unlock the full potential of every individual through innovative learning solutions. With a presence in over 50 countries, we have become the trusted partner for educational assessment, curriculum design, and digital learning platforms that empower millions to achieve their aspirations. Our core belief is simple yet transformative: help people realize the life they imagine through learning. This mission fuels every product we develop, every interaction we facilitate, and every culture we nurture.

We celebrate diversity as our greatest strength. At brighthush, a mosaic of backgrounds, perspectives, and ideas converges to create an environment where belonging is not an aspiration but a daily reality. Our teams thrive on curiosity, collaboration, and a relentless pursuit of excellence. Whether you are a seasoned veteran or a fresh talent, you will find a place where your authentic self is not only welcomed but celebrated.

Data drives us. Every decision—from product development to customer support—is informed by analytics, customer feedback, and a commitment to delivering measurable impact. If you are passionate about learning, technology, and making a tangible difference in people’s lives, brighthush is the place to grow, innovate, and lead.

Role Overview

As a Senior Customer Experience Associate – Advanced Support & Escalation Specialist, you will be the linchpin of our global customer service ecosystem. Based in our vibrant Noida office, you will manage complex, high‑impact inquiries from candidates and institutions using our assessment platforms. Your expertise will ensure that every interaction reflects brighthush’s commitment to excellence, empathy, and swift resolution.

You will collaborate closely with cross‑functional teams—Program Management, Technical Support, Operations, and Product Development—to diagnose issues, orchestrate solutions, and deliver outcomes that exceed expectations. Your role is pivotal in maintaining the trust our users place in us and in driving continuous improvement across the customer journey.

Key Responsibilities

• Escalation Management: Act as the Level 2 escalation point for intricate customer and service‑related issues, guaranteeing timely and effective resolution while maintaining a high level of customer satisfaction.
• Case Ownership: Capture, maintain, and update customer and case information in our internal databases, ensuring data integrity, audit readiness, and seamless handoffs across teams.
• Stakeholder Collaboration: Serve as the primary liaison for Program Managers and clients, coordinating with internal teams to resolve challenges and provide proactive updates.
• SLA Monitoring: Track Service Level Agreements across multiple Lines of Business, proactively addressing any deviations and implementing corrective actions to stay ahead of deadlines.
• Process Improvement: Own, execute, and close Service Direct Cases, generate detailed reports, and lead assigned projects that drive accountability, visibility, and operational excellence.
• Customer Advocacy: Deliver first‑class service by actively listening, asking probing questions, and providing clear, empathetic guidance that turns challenging situations into positive experiences.
• Knowledge Management: Research, analyze, interpret, and document solutions, contributing to the knowledge base and best‑practice repository to empower the entire support organization.
• Continuous Learning: Participate in ongoing training and development programs to stay current with product updates, industry trends, and evolving customer service methodologies.
• Quality Assurance: Review and audit case handling to ensure compliance with internal standards and regulatory requirements, providing feedback for continuous improvement.
• Mentorship & Coaching: Share expertise with junior associates, offering guidance, coaching, and best‑practice sharing to elevate the overall skill set of the support team.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree or equivalent work experience preferred.
• Minimum of 2 years’ experience in a customer service or support role, preferably in a global or high‑volume environment.
• Proficiency with Windows, Microsoft 365 (OneDrive, Excel, Word), and related productivity tools.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Demonstrated ability to manage ambiguity, resolve objections, and adapt to changing business needs.
• Excellent time‑management and organizational skills, capable of juggling multiple priorities without compromising quality.
• Conflict‑resolution aptitude, diplomatic demeanor, and a growth‑oriented mindset.
• Passion for customer service, with a genuine desire to help others succeed.

Preferred Qualifications

• Experience in the education or assessment industry, with an understanding of learning ecosystems.
• Knowledge of customer relationship management (CRM) systems and case‑management platforms.
• Familiarity with quality assurance metrics and continuous improvement frameworks.
• Multilingual proficiency (English plus at least one additional language) is a plus.
• Prior exposure to remote or distributed team environments.

Skills & Competencies

• Customer‑Centric Mindset: Anticipate candidate needs and proactively address potential roadblocks.
• Analytical Thinking: Break down complex issues, identify root causes, and recommend actionable solutions.
• Collaboration & Influence: Work effectively across departments, building consensus and driving results.
• Adaptability: Thrive in a fast‑paced, evolving environment, embracing change as an opportunity.
• Attention to Detail: Maintain high accuracy in data entry, documentation, and quality checks.
• Resilience: Handle high‑stress situations with composure, maintaining a positive attitude.
• Technical Acumen: Comfortable troubleshooting technical issues and translating technical jargon into user‑friendly language.
• Leadership Potential: Demonstrated ability to mentor peers, influence processes, and lead initiatives.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Senior Customer Experience Associate, you will have a clear pathway to advance into leadership roles and broaden your impact across the organization.

• Progress to Lead or Manager roles within Customer Experience or Program Management, overseeing larger teams and more complex initiatives.
• Gain exposure to product development, quality assurance, and global operations, expanding your skill set beyond support.
• Participate in leadership development programs, mentorship, and cross‑functional projects that sharpen strategic thinking.
• Access a robust learning platform featuring courses on communication, data analytics, customer success, and industry best practices.
• Opportunity to attend international conferences, workshops, and webinars, expanding your professional network and staying ahead of industry trends.
• Receive regular performance reviews with clear metrics and actionable feedback to guide your career trajectory.

Work Environment & Culture

Our Noida office is a modern, open‑plan hub that blends creativity with collaboration. You’ll find:

• State‑of‑the‑art technology, ergonomic workstations, and high‑speed connectivity.
• Comfortable break areas, a fully equipped kitchen, and wellness amenities such as yoga mats and a meditation corner.
• A culture of transparency, inclusivity, and continuous feedback where every voice is heard.
• Regular team‑building activities, hackathons, and innovation challenges that keep the energy high.
• Flexible work arrangements, including hybrid and remote options, to support work‑life balance.

At brighthush, we believe that a supportive environment fuels innovation. Your ideas will be valued, your growth will be nurtured, and your contributions will shape the future of education technology.

Compensation & Benefits

While the base salary for this role is ₹700,000 per annum, we offer a comprehensive benefits package designed to support your well‑being, growth, and financial security.

• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, personal days, and public holidays.
• Flexible work arrangements and remote‑work options where feasible.
• Employee wellness programs, including gym memberships, mental health resources, and wellness challenges.
• Performance‑based bonuses and recognition programs that reward excellence.
• Continuous learning stipend and access to online learning platforms.
• Employee referral bonuses and team‑based incentive programs.

How to Apply

Ready to join a team that values innovation, collaboration, and customer success? Click the link below to submit your application and take the first step toward an exciting career at brighthush.